Application Support Engineer - Analyst/Associate

Summary

Join iCapital's Doc Center team as a Technical Support Specialist and play a crucial role in ensuring the reliability and performance of our applications. You will be at the forefront of incident response, troubleshooting technical issues for both internal teams and external clients. This role demands strong problem-solving and communication skills, collaboration with various internal teams, and a commitment to enhancing user experience. The position offers the opportunity to make a significant impact in a fast-paced environment and is fully remote. iCapital provides a comprehensive benefits package including competitive salary, performance bonus, equity, 100% employer-paid health and dental insurance, and generous paid time off.

Requirements

• 2+ years of experience in technical support, engineering, operations, or a related field
• Strong problem-solving skills
• Effective communication skills for both internal and external communications
• Proficiency with ticketing systems (e.g., FreshService, Jira, and/or ServiceNow)
• Experience with documentation tools (e.g., Confluence)
• Familiarity with database management systems (e.g., PostgreSQL, Sybase, and/or SQL Server)
• Ability to analyze log files (e.g., with Splunk and/or Sidekiq) and JSON payloads
• Experience in providing support for SaaS applications and Secure File Transfer Protocol (SFTP)
• Familiarity with monitoring tools (e.g.,Honeybadger)
• Good understanding of cloud storage solutions, especially AWS S3
• Proficiency in English (minimum B2)

Responsibilities

• Thoroughly research, reproduce, and troubleshoot efforts to address clients' technical issues
• Adhere to client-specific Service Level Agreements (SLA)
• Directly communicate ticket status and progress
• Collect and analyze feedback in collaboration with other departments to enhance user experience
• Assist in the development and maintenance of application user manuals and technical documentation

Benefits

• Total compensation program consisting of competitive salary, annual performance bonus, and equity for all full-time employees
• Healthcare with 100% employer-paid health and dental insurance
• Generous paid time off (PTO)
• Fully remote work